Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.6 stars
  • Speed
    2 stars
  • Reliability
    2 stars

Based on 570 customer ratings since 2021-07-05 (Show all time ratings)

Visit Shell Energy   Read our Shell Energy buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

844 Customer Reviews over 22 pages

  • Reviewer
    Location
    Isle of Wight
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Has turned out to be good broadband for the money.
    We did lose our connection one day but that was due to BT´s engineer working on various cable connections out in the road and broke our connection, but repaired it later on.
    As far as speed goes, not to bad and for 16 quid per month pretty good all round.
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell took over THE Postoffice Broadband. Since unable to reach sites i had been dealing with for years? No prior information or prior warning that maintenance, was been carried out. Hence no access to my broadband to carry out my daily Business with customers i have. Crap company.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    If you don't mind waiting on the phone minimum of an hour plus all the other hassle that goes with this shambolic company then fill your boots!
    Since they took over from Post Office the service has been appalling.
    Nothing has been made clear re the new online account to check bills and neither has the billing process and amounts either.
    Internet often cuts out, there is no customer service, they wanted to charge me £30 a month for standard broadband to go on a rolling one month contract (I don't need a 12 month contract again as I am moving in with my partner in a couple of months and did not want to incur a large get out clause/fee).
    Got so fed up holding on the phone for so long (with a chronic pain condition too) that I just decided to cancel the contract today which is up at the end of this month and make do without for a short time. Due to billing dates and notice period my disconnection date is 11th May which quite frankly will be a huge relief.
    I could not go through yet another call with this lot any more as my patience has worn too thin with them now and I do not trust them either.
    Life can be stressful enough without Shell adding to it all.
  • Reviewer
    Location
    Torbay
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Having been on standard broadband with a few resellers (EE, Sky, Post office) I wanted to upgrade to a faster fibre service. One our previous suppliers we'd get disconnecting issues or really poor speeds in the early evening. Signing up with Shell was easy and a good deal, their router appeared a week before 'go live' and was a good bit of kit for a freebie (dual 2.5 and 5GHz Wifi, USB network file access, clear and easy admin panel). On change over day I was emailed at 4am, plugged in the new router and it worked. For the first few days we only got 15Mbps as a top speed (still better than our standard broadband! ever was) but then after a remote reset (part of Shell's line testing/setup) we've been at just under 30Mbps since - which is towards the top end of what we were told. Haven't had to contact customer services (a first when switching suppliers at this address!) so hopefully it'll continue like this.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful to deal with.
    Charged me to leave contract even though contract period had ended.
    To add insult to injury they charged me £35 for a router that I returned but they are saying they didn't receive. Many other customers report the same. So unless you are happy with a £50 exit cost and poor service I'd avoid.
  • Reviewer
    Location
    Southampton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Dont use them they shyt me off a monthe early and then only came up with 25 quid as a good will gueture There avin a laugh
  • Reviewer
    Location
    BARROW-IN-FURNESS
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Whilst the staff are helpful and considerate the overall experience has been dreadful. Moved provider on the 5th November but didn't get broadband connected until evening of the 10th. Since then it has been patchy or non existent. I have found it very stressful.
  • Reviewer
    Location
    Witham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I was originally with Post office broadband which was happy for number of years. Then last year post sold all broadband telephone to shell energy i did not want to go over to them. Only been with shell months and had numerous problem with speed prices was originally paying 27.00 pounds. Telephoned them today asking when getting bill been told will get a bill in march will have two months plus want charge 37.00 pounds instead of old agreed price was paying do not go shell energy they are worst company if like holding phone for 50 minutes then go to them only another 7 months of my contract left then i will cancelling go back to proper company not shell energy.
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Upon being transferred from the post office to shell, I now have absolutely no landline connection at all without any explanation or cause! Getting through to them is insanely difficult to boot. I have been on hold now for nearly a full hour!! they simply do not employ enough staff to meet demand.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Shocking service, been with them just over 3 months paid every bill, and I’ve been cut off today without warning and told to pay £57 for somthing I don’t u derstand! I put a complaint in and they closed it straight away, I’m writing this for bobbie as I’m her carer as she has learning disability and the customer service was below par, also they did not explain what the bill was for they were just down right rude! I questioned if it was even a scam it was that bad, but no the telephone numbers match up to this company, I may have to get redress through ofcom and look for another provider in the meantime, but this is a company to be avoided!!
  • Reviewer
    Location
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never ever again - I've never had so many problems with broadband in that short period of time (about 2 weeks) in my whole life.

    Avoid at all cost.
  • Reviewer
    Location
    Rushden
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have happily been with them for years for power and recently went to them for Broadband. At first my speed on my desktop upstairs was dreadful but got a very helpful Customer Services assistant delegated to me who gave enormous help and always rang when he said he would and in the end the problem was sorted with the help of power line adapters and now have really fast connection upstairs and down. It was a pleasure to get such good customer service and I am now a very happy customer. Great service
  • Reviewer
    Location
    Barnsley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Left Shell Energy because of very poor speed. I was asked to return their router. The post office did not accept their return label. Despite requests via e-mails and phone calls they failed to send the promised return label. They hsve now charged me £35 pounds for failing to return their router!
  • Reviewer
    Location
    Forest Hill
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    An average fixed line broadband supplier. Best download speed is only 6.5 mbs. 3 monthly charges of £105.00. I would like a FTTP connection so looking for a suitable alternative.
  • Reviewer
    Location
    Falkirk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh how I wished I had read these reviews before switching to First Utility.I moved from Sky through the Carphone Warehouse. I have had nothing but bother since I joined them 6/7 months ago on an 18month contract. The internet speed is not just slow, at times its non existant.When it does work, it constantly buffers or loses connection completely.I am now at the stage of cutting my losses paying up for the remainder of the contract and moving to someone more reliable. Be warned stay clear of First Utility Broadband or anything else to do with them for that matter.
  • Reviewer
    Location
    dorchester walk
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    low broadband speed and when I brought they said the would be up to 17 but I get less than 5 if they told me it was less than I would went some else with better speed
  • Reviewer
    Location
    Stockport
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3rd attempt to do review of appalling service, each time it crashes before I can submit
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company. They took over the post office as I left. Due to this an automatic account was set up, I have cancelled this account however they have taken money out of my account with our authorisation and every time I call I wait an hour to speak with someone for them to tell me I will get a refund only for it to be bounced back each time. Terrible customer service. Still waiting for my refund.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Genuinely the worse company I have ever dealt with. Do NOT go to this company for Broadband. No service for a month and clueless advisors who could not help in any way. Very poor service technically and bad responsiveness. Save yourself a lot of heartache and go elsewhere. I had no service at all and they blamed me for needing higher speeds for working from home.
  • Reviewer
    Location
    Dunnington York
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recently changed to Shellenergy Broadband from Now Broadband. Change driven by price. What a mistake. They are terrible. Constantly dropping off. Far less distance Range than Now. Hopeless Assistance.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid, paying for premium and getting utter crap never constant never reliable can't wait to swop
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Reviewer
    Location
    Aberystwyth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Works perfectly, really fast broadband & great customer service. Could not recommend First Utility any more and its £20 cheaper than I was paying BT.
  • Reviewer
    Location
    Dudley
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
    Awful company
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service has never worked since it was installed. Shell deny there is a problem. I cannot hold a video call anymore with work. The customer service is appalling. Do not switch to this provider.
  • Reviewer
    Location
    Llangollen
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    We have infrequent disruptions of service but when it's disrupted it is 5+ hours where the connection disappears every 1-5 minutes.
    They have sent out engineers to find the fault, concluded it wasn't local and left it at that without sorting the problem.
    We are moving to a different ISP as this is intolerable.
  • Reviewer
    Location
    Reading
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
  • Reviewer
    Location
    Thorpeness
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a customer with Shell Energy Broadband since June 2021. It was recommended to me by a staff member at Curry's who must have been on commission to recommend Shell Broadband. The Broadband service is very poor. I have to reboot the router 3 to 4 times a day as it I lose connectivity every day. Shell Broadband do provide a FAQ to fix connectivity issues but this did not work for me. I would recommend that you do not change to Shell Energy Broadband even if it is cheap as you do not receive good service.
  • Reviewer
    Location
    Isle of wight
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't wast your time or hard earned money on this so called internet supplyer.should have left as soon as shell took over from first utilities.
    Well download speed today 1.78mb upload speed 0.85mb absolutely a joke.Stay well away from this company as soon as we can change we will.
  • Reviewer
    Location
    County Durham
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have had no problem with Shell broadband. Customer service very helpful when needed. No extra charges for anything and very affordable. I will have to wait for my 12 month contract finishes to see if I need to swop. But so far - no complaints.
  • Reviewer
    Location
    Buxton
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First day of contract.. promised an hour's 'downtime' for the switch.. 4hrs on still waiting and the only way to contact them is through online chat with a very long queue! Wish I'd read these reviews before signing up, would've gone elsewhere!
  • Reviewer
    Location
    windsor
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
  • Reviewer
    Location
    Ely
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst company I have ever had any dealings with. They changed my package mid contract without me asking and put up the price. They didn't provide the service they promised and when I complained completely fobbed me off. They don't respond to their emails.
  • Reviewer
    Location
    Berkshire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband is totally unreliable. Constantly dropping of video calls. People cannot hear me. Unable to download. They deny there is an issue and keep fobbing us off. This service is useless. You are left waiting on hold forever and no one wants to help. Avoid this supplier.
  • Reviewer
    Location
    EXETER
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have ever come across. Been trying for days to get hold of customer services and you cannot get through. Cannot use my mobile phone as it keeps loosing the Internet and if I watch things on my computer it slows down. Cannot cancel because if you want too, you have to speak to customer services and you cannot get through.
  • Reviewer
    Location
    Wales
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It was slow then it was still post office didn't think it could getting any slower boy was I WRONG. It is the slowest internet iv ever had. Constantly cutting out. I'm so glad my contract ends this month so I can leave. DO NOT GO WITH SHELL ENERGY unless3you like banging your head against a brick wall.
  • Reviewer
    Location
    Whitstable
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    completely useless customer service - kept telling me they had updated my account and failed to do this (on 6 different occasions so far!), despite each time apologising for the last and assuring me this has now been done. I wasted days on the phone and wish I'd dumped this company as soon as I could
  • Reviewer
    Location
    Leeds
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start from? I was sold shell broad band whilst trying to leave talk talk, they promised to settle my cancellation fee and have now gone back on their words. I have decided not to leave talk talk and I call shell on day 14 only to be told i can nolonger leave, bear in mind I haven’t even gone live and only received router yesterday- still unboxed.
    This is legit the most inconsistent, and insensitive service provider I have ever come across.
    Shell I will drag you to court if I have to. You are not getting a penny off me!
  • Reviewer
    Location
    Yeovil
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Mum passed away on the 27th Dec 2021 ,I called shell to tell them asci set it up when my mum from Yorkshire visited, I told them she had passed away few hours later I got an email saying send the router and power cable back or we will chsrge you,angery is a bloody understatement
    I phoned to complain all I got was its automatically sent,think you need to look into this my mum is still at the hospital morchary I am heart broken

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.